Validate an Interaction record to check if that is a FCR(First Call Resolution) (#2609)

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Author: Suri123789

Client-Side Components/Client Scripts/Validate Interaction record for FCR(First Call Resolution)/readme.md

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+README — Client Script: Validate Interaction Resolution
+📌 Purpose
+This Client Script ensures proper validation when resolving an Interaction record in ServiceNow.
+It prevents a user from marking an Interaction as Closed Complete without proper justification.
+
+🎯 What It Does
+
+When a user attempts to submit the form:
+✔ Allows submission only if:
+Interaction Type is "walkup"
+And Related Task Boolean is true
+
+OR
+
+✔ If work notes are provided for First Contact Resolution (FCR)
+❌ Prevents submission if:
+State = Closed Complete
+Work Notes are empty
+And no related task condition is met
+
+🧠 Validations Performed
+Field	Condition	Action
+state	closed_complete	Trigger validation
+type	walkup AND u_boolean_no_related_task = true	Submission allowed ✅
+work_notes	Must not be empty	Show error & stop submission ❌
+🔔 User Feedback
+
+If work notes are missing:
+Displays inline field message
+
+Shows popup alert:
+"Provide Worknotes for FCR Interaction"
+
+📍 Script Location
+
+Client Script → Type: onSubmit()
+Applicable to Interaction table (interaction)
+
+📌 Script Code
+//Client Script to validate an Interaction record is resolved with out any related record created.
+function onSubmit() {
+    var relatedTask = g_form.getValue('u_boolean_no_related_task');
+    var state = g_form.getValue('state');
+    var type = g_form.getValue('type');
+    var workNotes = g_form.getValue('work_notes'); // Get the value of work notes
+
+    // Clear previous field messages
+    g_form.clearMessages();
+
+    // Check if state is changing to 'Closed Complete'
+    if (state == 'closed_complete') {
+        // Check additional conditions
+        if (type == 'walkup' && relatedTask == 'true') {
+            return true; // Allow form submission
+        } else if (!workNotes) { // Check if work notes is empty
+            g_form.showFieldMsg('work_notes', 'Provide Worknotes for FCR Interaction', 'error');
+            alert('Provide Worknotes for FCR Interaction');
+            return false; // Prevent form submission
+        }
+    }
+    return true; // Allow form submission for other states
+}
+
+✅ Benefits
+
+Maintains consistent resolution standards
+Ensures justification/documentation for FCR interactions
+Reduces incorrect closure of requests without related actions
+
+
+

Client-Side Components/Client Scripts/Validate Interaction record for FCR(First Call Resolution)/script.js

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+//Client Script to validate an Interaction record is resolved with out any related record created.
+function onSubmit() {
+    var relatedTask = g_form.getValue('u_boolean_no_related_task');
+    var state = g_form.getValue('state');
+    var type = g_form.getValue('type');
+    var workNotes = g_form.getValue('work_notes'); // Get the value of work notes
+
+    // Clear previous field messages
+    g_form.clearMessages();
+
+    // Check if state is changing to 'Closed Complete'
+    if (state == 'closed_complete') {
+        // Check additional conditions
+        if (type == 'walkup' && relatedTask == 'true') {
+            return true; // Allow form submission
+        } else if (!workNotes) { // Check if work notes is empty
+            g_form.showFieldMsg('work_notes', 'Provide Worknotes for FCR Interaction', 'error');
+			alert('Provide Worknotes for FCR Interaction');
+            return false; // Prevent form submission
+        }
+    }
+    return true; // Allow form submission for other states
+}